Case Study - How AI Agents Connect Patients to the Best Dentists

Client: Rank My Dentist

Challenge:

The client faced challenges with poor communication between patients and dentists. Calls were often missed, and slow lead responses led to lost revenue opportunities. Appointment scheduling was manual and time-consuming. On top of that, scattered data systems caused confusion and delays, making the booking process frustrating for patients. Appointment scheduling was manual and time-consuming. On top of that, scattered data systems caused confusion and delays, making the booking process frustrating for patients.

Our Approach:

To solve the client’s challenges, we focused on finding an AI solution that required minimal involvement from human agents while allowing the AI to handle the heavy lifting of patient communication. Our goal was to implement a system that was quick to set up, easy to manage, and capable of providing natural, human-like conversations. 

We researched and tested three leading AI voice agent tools – Bland.AI, Vapi.ai, and Retell.ai – using two main criteria: easy setup with minimal development resources and smooth conversation flow. After careful evaluation, we selected Retell.ai for its quick deployment, simplicity, and ability to provide a great communication experience.

Solution:

Our team initially trained 2-3 AI voice agents to handle incoming patient calls, then optimized the setup for easy scalability to support dozens of AI voice agents. To streamline lead management and increase revenue opportunities, we integrated AI call results directly into the CRM – Close.co, allowing the business to track patient inquiries efficiently. Since Retell.ai does not currently support SMS agents, we use Close.co to send out follow-ups and reminders as text messages. 

The AI voice agent:

• Answers inbound calls and engages patients in natural, friendly conversations.
• Supports English, Spanish, and Russian, switching languages upon request.
• Collects key patient information to assist with appointment requests and follow-ups.
• Handles general inquiries about clinic services, location, and hours.
• Guides patients with emergency needs to appropriate care options.
• Logs call details for staff to follow up and confirm appointments.

Retell AI Agent Page:

AI and Patient Recording:

https://drive.google.com/drive/u/0/folders/1Kl4zMHhcwOiUNWJbGkOyQvXjSb5UKpUm 

Results:

Faster Booking Time

• AI-powered assistance reduced manual efforts, speeding up the appointment scheduling process.

Cost Savings

• Eliminating the need to train human agents lowered operational costs while maintaining consistent, high-quality patient interactions.

Improved Call Answer Rates

• The AI solution increased answer rates and response times, ensuring patients receive timely assistance and reducing missed opportunities.

Scalable Efficiency

• As the system scales, further gains in operational efficiency and lead conversion are expected.

Conclusion:

By implementing AI voice agents, we transformed the dental appointment scheduling process into a smart, automated system that enhanced efficiency, accuracy, and patient engagement.

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